Issue:

Our client was having a problem responding to the thousands of comment cards that were left by their casino patrons.  On top of that they didn’t know how much responding or not responding was costing them.

Solution:

We developed a Symantec Workflow solution to manage guest experiences at their casinos. A guest’s comment card is entered into the system manually or fed into the system electronically from an online survey.  The comment is then routed to the right department based on several defining criteria and is responded to in a timely manner by the appropriate department head. 

After the guest comment is initially handled the process goes dormant for two weeks then a notice is sent to a guest experience manager to do follow-up on how the feedback was handled.

Our client determined that by routing the comments to the correct departments, they were distributing the amount of comments throughout the organization making it easier for every guest who took the time to give feedback to receive a timely response and they were also increasing revenue.

ROI:

Our client recently did a test on 1,000 guests. They took 1000 comment cards and contacted 500 or them.  The 500 they contacted spent $1,100,000 more, over the course of 9 months, than the guests they didn't contact.

Since implementing this Workflow solution they have recaptured over $17,000,000 in revenue.

Let us talk to you about achieving similar results in your organization.